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Date Posted:2024-01-09Country:United States of AmericaLocation:TX190: 2501 West University, McKinney 2501 West University , McKinney, TX, 75070 USAPosition Role Type:HybridRTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA. To realize our full potential, RTX is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors, and communities to succeed. The following position is to join our RTX Corporate, Enterprise Services team: We’re looking for a proactive and collaborative experienced leader to provide professional direction and leadership to the Enterprise Services Contact Center across the United States for Payroll, AP, T&E and Help Desk. The leader is responsible for monitoring and managing the internal and external (vendor) team performance, effectiveness, and service levels and overall experience. Responsibilities include:
Responsible for the operational efficiency of the third-party customer service Contact Centers that enables the delivery of customer expectations.
Responsible for coaching, leading, and developing service center agents (internally and externally) for them to provide employee and leader guidance related to routine and complex people management activities across all business units.
Oversee the day-to-day operations of the service center across all service channels including phone calls, emails, chats, and portal requests.
Manage external Third-Party Vendors to deliver on Key Performance Indicators that drive positive customer experiences and Customer Satisfaction.
Serve as a customer advocate who specializes in creating a culture focused on exceptional customer service, where individualized actions are taken to promote and support all customer interests.
Coordinate Case Management activities of internal and external service providers to facilitate timely resolutions of requests and reduce customer escalations.
Analyze dashboard and key performance indicator data related to team and service center performance, to drive continuous improvement and operational efficiency.
Foster, develop and maintain strong internal and external relationships with key Vendors, Stakeholders, Centers of Excellence (COEs), and Employees at all levels of the organization.
Research and work in a team environment to resolve employee issues by working directly with internal partners, clients, vendors, and location leadership.
Ensure Performance Management, Coaching, Engagement and Development processes are completed timely and focus on advisor development and engagement.
Oversee escalation support and exert influence when required from Tier 2 teams, HR, managers, and employees to drive resolutions.
Identify and implement continuous improvement activities and events to ensure quality, compliance management, and efficiency goals are met or exceeded.
Develop and analyze Contact Center reports and prepare leadership presentations reflecting service center data and trends.
Analyze performance metrics and stats for trends to identify opportunities for improvement through technology and communication to address high call volumes.
Maximize the utilization of technology, automation, self-service functions for contact center tools including case management, IVR, HR Core and other related systems to positively impact the productivity of the team and support services for the customers.
Prioritize projects/activities and appropriately delegate/allocate work among staff members.
Occasional travel to other sites within the company to support initiatives, build relationships, and drive operational excellence.
Complete all required development and compliance training as needed.
Ability to travel as required (RTX and Vendor sites).
Complete Special Projects and any other duties as assigned.
Required Key Competencies:
Minimum 10 years management experience in Global HR Shared Services, Call Center/Contact Center/BPO.
Help Desk and Technical Support experience.
Vendor relationship management.
Strong project management skills, including consultation, analysis, and implementation.
Working knowledge of Workday, Concur and ADP.
Intermediate to expert user of Microsoft Office suite software applications.
U.S. citizenship is required, as only U.S. citizens are authorized to access the financial management system due to government contractual requirements.
Desired Skills:
Working knowledge of SAP, or Other ERP System preferred (Service Now, 8x8, etc.).
Excellent problem-solving skills with a demonstrated ability to identify problems and systematically gather data, identify root cause, and address data integrity issues as needed.
Good judgement and decision-making skills while working in a deadline-driven atmosphere.
Excellent written and verbal communication skills with all levels of the organization.
Continuous improvement mindset and experience.
Ability to work with highly sensitive and confidential material ethically.
Ability to work in a team environment.
Strong attention to detail.
Strong analytic skills.
Customer focused.
Education:Typically requires: A University Degree or equivalent experience and minimum 10 years prior relevant experience, or An Advanced Degree in a related field and minimum 7 years of experience.Location:This is a hybrid role (remote/on-site), requiring travel to RTX offices within the following areas in Texas: McKinney/Richardson/Greenville.Relocation assistance is not available.The salary range for this role is 118,000 USD - 246,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.RTX is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class. Privacy Policy and Terms:Click on this link (http://www.rtx.com/privacy/Job-Applicant-Privacy-Notice) to read the Policy and Terms Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
